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FrustratedinOntario
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Acrobat 9 stopped working after a computer change

Mar 15, 2013 11:58 AM

Tags: #installation #macbook_pro #creative_suite_5 #acrobat_installation #acrobat_another_computer

I had Creative Suite 4 Web Premium on an older Macbook Pro, then upgraded to Creative Suite 5 Web Premium. No problem. Then I changed to a new Macbook Pro a few months ago and Acrobat Pro 9 stopped working. Told me it was part of a suite and I needed to launch another member of the suite for it to work - which I tried but it still didn't work. So I uninstalled Acrobat and reinstalled it. Now it tells me that "Licensing for this product has stopped working" and I should uninstall and reinstall - which I've done several times. I have all original discs and serial numbers. The old computer was wiped clean before turning it over to my wife. Acrobat 9 remains unusable for me. What's up?

368 Views   8 Replies   Latest reply: John Waller, Mar 20, 2013 10:42 AM
 
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  • kglad
    62,147 posts
    Jul 21, 2002
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    1. kglad,
    Mar 15, 2013 12:14 PM   in reply to FrustratedinOntario
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    run the acrobat cleaner:  http://labs.adobe.com/downloads/acrobatcleaner.html

     

    then install acrobat 9.3 from your web premium suite.

     
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  • FrustratedinOntario
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    2. FrustratedinOntario,
    Mar 15, 2013 2:43 PM   in reply to kglad
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    When I go to the url suggested, I read this:

     

    IMPORTANT: THIS TOOL IS NOT FOR USE WITH ANY CREATIVE SUITE PRODUCTS INCLUDING SUITES THAT CONTAIN ACROBAT. IT CAN ONLY BE USED WITH STANDALONE VERSIONS OF ACROBAT AND ADOBE READER.

     

    As I noted in my original post, I installed Acrobat as part of a suite. What do you advise now?

     
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  • kglad
    62,147 posts
    Jul 21, 2002
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    3. kglad,
    Mar 15, 2013 3:16 PM   in reply to FrustratedinOntario
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    try using the cs cleaner:  http://www.adobe.com/support/contact/cscleanertool.html

     
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  • FrustratedinOntario
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    4. FrustratedinOntario,
    Mar 15, 2013 3:35 PM   in reply to kglad
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    I've gone to the cscleaner url and see that I have to uninstall before cleaning, then restart and reinstall: does this apply only to the component I'm having a problem with (Acrobat) or do I have to uninstall/reinstall the entire suite?

     

    And since my full version was CS4 and CS5 is an upgrade, do I have to reinstall CS4 first and then reinstall CS5? Surely there's an easier way to repair Acrobat...

     

    Thanks for your time.

     
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  • Mylenium
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    5. Mylenium,
    Mar 16, 2013 1:12 AM   in reply to FrustratedinOntario
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    You only install the latest version. It will ask for the serial of the previous product for verification during the install process.

     

    Mylenium

     
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  • FrustratedinOntario
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    6. FrustratedinOntario,
    Mar 16, 2013 10:16 AM   in reply to Mylenium
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    Thanks. However, one of my questions remains unanswered: do I have to uninstall and reinstall the entire suite or just Acrobat? It is only Acrobat I'm having a problem with. Everything else is fine. Note that in CS5 Acrobat has its own install disc, separate from the rest of the suite.

     

    If I have to scrub the whole suite, here's my current understanding of what to do:

    1) Uninstall every single component of CS5

    2) Use CS Cleaner

    3) Reinstall the complete CS5

     

    Right? Or can I just uninstall Acrobat, use CS Cleaner, and then reinstall Acrobat?

     

    Thanks again.

     

    David

     
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  • FrustratedinOntario
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    7. FrustratedinOntario,
    Mar 20, 2013 10:36 AM   in reply to FrustratedinOntario
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    I'm still waiting for an answer to my last questions before proceeding:

     

    do I have to uninstall and reinstall the entire suite or just Acrobat? It is only Acrobat I'm having a problem with. Everything else is fine. Note that in CS5 Acrobat has its own install disc, separate from the rest of the suite.

     

    If I have to scrub the whole suite, here's my current understanding of what to do:

    1) Uninstall every single component of CS5

    2) Use CS Cleaner

    3) Reinstall the complete CS5

     

    Right? Or can I just uninstall Acrobat, use CS Cleaner, and then reinstall Acrobat?

     

    Would really appreciate some help here. Thanks.

     

    David

     
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  • John Waller
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    8. John Waller,
    Mar 20, 2013 10:42 AM   in reply to FrustratedinOntario
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    There's no hard and fast rule.

     

    Try uninstalling just Acrobat in the first instance.

     

    If it doesn't work, try uninstalling the entire Suite.

     
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